Derivations: Rate, Evolution & Reasons
- Barbara Lavia
Derivation rate to operator
The operator derivation rate refers to the percentage of sessions that end up being derived to Customer Service.
Reasons for derivation
This graph shows the cumulative number of conversations transferred to the operator based on the reason for the derivation.
Evolution of reasons for derivations
Monthly number of conversations transferred to the operator, classified according to the reason for referral.
Reasons can be useful to differentiate types of consultation when referring. For example, if we have operators that only take "Sales" queries and others that only take "Claims" queries, we can use the reasons to derive the corresponding query in each case.
The derivation reasons are usually defined when designing the bot experience, but they are not static, but rather new reasons can be added as the bot grows, adding processes, etc.
You can continue reading about Resolutions in the following guide: